Join the Team at YouGarden!

The Role

• Outsourced Contact Centre Management: Forecast, plan, and manage the performance of our outsourced contact centre to ensure optimal service levels, efficiency, and cost-effectiveness. Develop KPIs and monitor quality assurance.
• Freshdesk Automation & Optimisation: Oversee the setup, optimisation, and continuous improvement of Freshdesk automations, workflows, and self-service tools to enhance customer experience and streamline operations.
• Technology & AI Implementation: Proactively research, evaluate, and project manage the implementation of emerging technologies, including AI-driven solutions, widgets and automation tools, to improve customer service efficiency and effectiveness.
• Customer Experience Strategy: Develop and execute a customer service strategy aligned with business goals, focusing on enhancing customer satisfaction, loyalty, and retention.
• Stakeholder Collaboration: Work closely with internal teams, including marketing, product, and logistics, to ensure a seamless customer experience.
• Team Leadership & Development: Manage and develop our internal customer service team, fostering a culture of excellence, continuous learning, and innovation.
• Cost Management: Ensure customer service operations remain cost-effective while maintaining high-quality service levels. Create and manage budgets for outsourced and in-house operations.
• Compliance & Best Practices: Ensure all customer service operations adhere to industry regulations and best practices.

This is an on-site, office-based role which will work closely with internal marketing, sales, and product teams. As we are a closely collaborative, communication-driven business, note alternative working patterns are not available for this role.

What we'd like from you

• Proven experience in a senior customer service leadership role, preferably in an e-commerce or online retail environment.
• Strong background in managing outsourced contact centres, including forecasting and performance management.
• Expertise in Freshdesk or similar customer support platforms, with experience in automating workflows and optimising processes.
• Experience in researching, costing, and project managing the implementation of customer service technology, including AI-driven tools.
• Data-driven mindset with the ability to analyse customer trends, forecast demand, and optimise service delivery.
• Strong problem-solving skills and a proactive approach to improving customer experience.
• Budget management experience and a focus on cost-effective operations.
• Passion for gardening or familiarity with gardening products is a distinct plus.

Salary

• Full Time: 40 hrs per week / Salary from £40k - based on experience.
• Excellent career and development opportunities to the right applicants.
• 25 days annual leave (plus Bank Holidays).
• Free parking, Staff discount, Casual dress code, Company events
• Work Location in person

To apply for this position, please email [email protected] along with your full CV and covering letter.

The Role

In this role, you will assist in the execution of digital marketing campaigns, monitor online performance, and contribute to the overall strategy to enhance our digital presence. You will collaborate with cross-functional teams to implement various online marketing initiatives across website, social media, and paid advertising channels.

This is an on-site, office-based role which will work closely with the internal marketing, sales, and product teams to drive growth and improve overall marketplace performance in line with budgetary expectations. As we are a closely collaborative, communication-driven business, note alternative working patterns are not available for this role.

• Campaign Execution & Coordination: Plan, coordinate, and execute digital marketing campaigns across a variety of platforms, including the company website, and paid advertising channels.
• Drive Revenue: Develop and implement strategies to increase revenue through the eCommerce channel, tracking and optimising the customer journey.
• Product Listing Management: Create, update and optimise product listings to ensure high search visibility and conversion rates.
• Website and SEO Support: Assist in managing website content, ensuring it is up-to-date, and optimising landing pages for conversion. Support SEO efforts by helping with keyword research, on-page optimisation, and content updates.
• Paid Media Campaigns: Manage and track performance of paid search campaigns (Google Ads, Bing Ads) and paid social media campaigns (Facebook Ads, Instagram Ads). Assist in budget management and ensure optimal campaign performance by monitoring key metrics like CTR, conversion rates, and ROI.
• Analytics & Reporting: Monitor, track, and analyse digital marketing performance using tools like Google Analytics, social media insights, and email campaign metrics. Assist in preparing reports to evaluate campaign success and recommend optimisation.

  What we'd like from you

  • Experience: 3-5 years of experience in digital marketing (with specific paid search and SEO record), with a proven track record of growing sales and profitability.
  • Skills: Strong commercial acumen and understanding of SEO for e-commerce, data analytics, and online advertising.
  • Tools & Software: Experience with tools such as Semrush, Google Analytics 4.
  • Education: Relevant Bachelor’s degree in Marketing, Business, or a related field (preferred but not mandatory).
  • Traits: Highly organised, analytical, data-driven, demonstrates attention to detail and is able to thrive in a fast-paced environment with multiple priorities.
  • Communication: Excellent written and verbal communication/ presentation skills.

  
  

  Salary

  • Competitive Salary: £40-45k (DOE)
  • Job Type: Permanent, Full Time
  • Benefits: 25 days annual leave (plus 8 Bank Holidays), Company pension, generous staff discount and company events throughout the year.
  • Work Location: The role is office based (near Peterborough), Monday to Friday.
  • Career Growth: Opportunities for professional development and career advancement.

  
  

  To apply for this position, please email [email protected] along with your full CV and covering letter.